Terms and Conditions


On this page you will find information relating to The Putney Clinic of Physical Therapy's Terms and Conditions. This information includes details about: payments, private health insuring billing, private medical insurance policy excesses, cancellations, and promotions/ offers.

Our terms and conditions

Click on each section to read full information.

Online booking

The following terms and conditions apply:

  • Clients can book Osteopathy, Physiotherapy, Massage and Shiatsu, and Mum and Baby Clinic appointments with practitioners at our clinic in Putney using our online booking form.
  • Osteopathy appointments with Clive Lathey are currently unavailable to book online. Should you need to make an appointment with him, please contact our reception team.
  • For all other services not mentioned above, you can book by telephone, email or in person at reception.
  • Classes and workshops provided by Yoga Mama are unavailable to book through the Putney Clinic. If you would like to sign up for a class, course or workshop, please visit www.yogamama.co.uk.

Please also be aware that online booking is not available on services with promotional discounts. To take advantage of any promotional offers, you will need to call our Reception team on 020 8789 3881.


The following terms and conditions apply:

  • You are required to pay for the costs of any treatment on the day of your appointment.
  • We accept cash and all major credit cards (excluding AMEX).
  • We reserve the right to require credit card pre-authorisation or full pre-payment for appointments generally to protect against non-payment of treatment costs and cancellation charges.

Private medical insurance billing

For private medical insurance clients, the following terms and conditions apply:

  • The Putney Clinic of Physical Therapy offers a number of practitioners who are recognised by, and registered with, major health insurance companies.
  • We are able to invoice pre-authorised treatment costs directly to AXA, BUPA, Vitality (Osteopathy only), Cigna, Aviva, WPA and HCML on behalf of Clients. However, in order to do so, we will require the full contact details of your health insurer, your membership number, a valid pre-authorisation number for the treatment concerned and details of the number of sessions pre-authorised ON or BEFORE the date of your appointment. If this is not available, we will require Clients to pay treatment costs themselves and will issue an appropriate receipt to allow them to pursue personally a claim for reimbursement with their insurer.
  • Some of our practitioners are also approved by other major health insurers but we would ask Clients to check with their insurer in advance that the relevant provider and cost will be covered. In these cases, we issue an appropriate receipt and ask the Client to seek re-imbursement from their insurer directly themselves.
  • Typically, initial consultation times through insurers are 45 minutes and follow-up sessions are 30 minutes except for Vitality (Osteopathy) where initial and follow-up consultation times are both 30 minutes.
  • We cannot be held responsible for any unpaid treatment costs that are rejected by your insurer.
  • Please speak to a member of our reception team if you would like any further details about how best to process your claim.

Private medical insurance policy excesses and package overruns

These are the terms and conditions regarding medical insurance policy excesses and package overruns:

  • It is the Client’s responsibility to check the terms of their health insurance cover with their provider to ascertain the number of treatments authorised and any policy excess or cost-share arrangements that may exist.
  • Any treatment cost incurred by the Client and not covered/paid for by the health insurer WILL be the liability of the Client and will be billed directly to them. You are therefore strongly advised to check the terms of your cover in advance of booking any appointment and to seek the relevant pre-authorisation from them.
  • The clinic reserves the right to require that Clients using health insurance cover for their treatments deposit the amount of their personal Excess or, if this is not known, £100 with the clinic on the day of their first appointment. This will be used towards any Excess the Client is liable for, under the terms of their specific health insurance policy.
  • The Client remains liable for any Excess that is not collected in this way and any other treatment costs not recovered by the clinic from the insurer. The clinic reserves the right also to use the deposit, if still available, against any late cancellation charges incurred and not settled by the Client directly. Any unused Excess deposit will be returned to the Client on completion of treatment and associated billing.

Gift vouchers

The following terms and conditions apply:

  • Gift vouchers will be valid for 6 months from the date of issue and will expire on the anniversary of the date of issue.
  • Gift vouchers cannot be exchanged for cash.
  • Gift vouchers are not refundable.
  • Where gift vouchers are not used due to a cancellation of a booking, the voucher will remain valid until used or expired.
  • Gift vouchers must be redeemed for the treatment stated or, at the discretion of management, for a treatment of equivalent value to that paid for. Any additional charges incurred for an alternative treatment chosen must be paid for at the time of booking.
  • Management reserves the right to substitute an alternative treatment, of equivalent value, to that stated should the original one no longer be available.


With regard to appointment cancellations, the following terms and conditions apply:

  • We require 24 hours notice of cancellation or rearrangement of any appointments, otherwise a cancellation charge of 100% of the consultation fee will be applied to your account.
  • You may call or e-mail us to cancel/rearrange your appointment. To avoid disputes, our booking system logs when calls and emails are received.
  • Please note that late cancellation/missed appointment fees are not covered by medical insurance providers and therefore must be paid by the Client.
  • Clients who repeatedly miss or reschedule appointments and also do not pay missed or other appointment charges will regretfully be discharged from care.

Promotions and offers

Discounted, promotional and early-bird offers must be paid for in advance and are non-cancellable, non-transferable and non-refundable. Discounted offers cannot be used in conjunction with any other offer or discounted package and may be for specific dates/times only. Discounts are also not applicable to patients using medical insurance as a means of payment.

From time to time, we offer promotional offers on first treatments on selected services. These offers are exclusively for new Clients, or existing Clients who would like to try out a new service. These promotions cannot be used in conjunction with any other promotions. If you are an existing Client booked into a service that subsequently has a promotional discount applied to it, you may not cancel your appointment and book again at the discounted rate.

We frequently use promocodes on our promotions which Clients must quote when booking. These unique codes are for administrative purposes and can be used only once by any given Client.

We may issue promotional coupons in our e-newsletters. These coupons should be printed and presented at reception to redeem any discount advertised. The full terms and conditions of the promotion will be clearly stated on the coupon. Alternatively, Clients may also show the promotional coupon on their phone to the member of staff who processes their booking.

Last updated

Our terms and conditions page was last updated on 11 January 2024



266 Upper Richmond Road,
London  SW15 6TQ.

Tel: 020 8789 3881
Email: info@putneyclinic.co.uk

The Putney Clinic is a trading name of The Putney Clinic of Physical Therapy Ltd. Registered in England and Wales. Company Number 06526680.